Personal data is any information about an identified physical person or a physical person that may be directly or indirectly identified via an identification number or one or more elements particular to them, such as their last name, first name, date of birth, customer number, order number, photo, etc.

We can collect your personal data when you:

• create a customer account on our website, apps, or in our stores.
• order goods from our website.
• make purchases in stores.
• join our loyalty program.
• use our online services, such as the chat service.
• agree to receive personalized communications from us by email, telephone, SMS or post, depending on your selection.
• answer surveys or satisfaction questionnaires based on your customer experience.
• interact with Guerlain via our official page on social networks. 
• contact our customer service.
• send requests for information to Guerlain.
• take part in an event we organize.
• when using digital experiences such as virtual beauty technology: the Virtual Try-On tool (if you choose to use this technology);
• mention our products on social networks (e.g., through comments that you post or publications you contribute to).
• browse on the Internet using cookies or similar technology or when you click on advertisements for our products.

(i) As part of the services we provide, we may need to collect certain data directly from you using electronic forms on our website, mobile apps or in selected stores, or in paper form, for a range of purposes (see IV for a list of processing purposes).

Information we might collect includes:

• Your identity;
• Your contact details (e.g. email address);
• Your personal preferences in relation to the products we market or to our website (language);
• Information relating to your orders, their tracking and your purchase invoices.
• Information you may provide for our customer service.
• Information that you may provide when you interact with our chat.
• Specific health data if you notify us of any undesirable side-effects concerning any of our products.
• Your bank details if you place an order via our website.
• Your photos/images seen by Guerlain while using your experiments via the Virtual Try-On tool. (In particular, no photos or images are kept in connection with the Virtual Try-On tool when you conclude the session);
• Your publications/mentions relating to our products on social networks.

Please note that your bank details are not transmitted in clear text on Guerlain's servers. Payments are made via a secure payment platform, supplemented by control measures, in order to guarantee the security of purchases made on www.cybersource.com and to fight against fraud.
The details of your payment card communicated at the time of your order are never transmitted in clear text on the network.

Personal data essential to Guerlain is marked with an asterisk on all personal data collection forms on our website, in electronic form at some of our counters and stores, as well as off-line in paper form. If you do not fill in these compulsory fields, Guerlain will probably be unable to respond to your request and/or provide you with the requested services. Other information is optional and enables us to get to know you better and improve our communications and services with respect to you.

During your purchase journey, you will be able to choose between i) logging into your existing Guerlain account, ii) creating a new account, or iii) paying as a Guest. This last purchasing experience can be summarized as follows. 

When paying as a Guest, a Guerlain customer or prospect makes a purchase in our online store without logging into an account. Your information is collected for the processing of payments and delivery of items or for Guerlain to comply with applicable laws. When paying as a Guest, your information may also be used, by Guerlain, for analytical purposes or communication purposes. For more information on these purposes, please go to the section "For what purpose is your personal data collected and used?".

(ii) We may also collect data generated by your purchases of products or services, online or in stores, particularly information regarding the amount and type of your purchases.

(iii) Lastly, we may collect information regarding the use of our website, especially with respect to your browsing (pages visited, links clicked, etc.). Some of this information may be collected using cookies placed in your web browser when you browse our website. For more information about cookies, read our cookie policy, here. 
 

Guerlain processes your data to: 

• enable you to create a customer account on our website, applications and at our counters and in our stores.
• manage your access to your customer account on the Internet or our applications.
• process and manage your online orders and their delivery.
• record purchases made at our counters or in our stores.
• secure online transactions, prevent fraud, payment incidents and manage debt collection (see our terms and conditions for more details).
• manage customer relations with respect to any requests for information or complaints you may send us via our website, customer service or social network pages.
• manage our loyalty program.
• when you interact with our chat, in order to respond to your requests.
• trace and manage any alerts you may send us as part of our cosmetic vigilance obligations (i.e. obligations under consumer laws which may require, amongst other things, that we monitor any undesirable effects caused by cosmetic products).
• manage and optimize your customer experience by improving our knowledge of our customers.
• propose appropriate, tailored services, particularly when we enhance our products and services.
• conduct statistical analyses to develop management, measuring and reporting tools in order to adjust and improve our sales, marketing and product manufacturing.
• to make it easier for you to see what the product you have chosen would look like on you (when using the Virtual Try-On tool);
• send a newsletter about [Guerlain’s products and services]. You have the right to tell us to stop sending this newsletter, at any time.
• analyze the performance of our brand on social networks in order to produce statistical analyses (studies of results by market, brand influence and analysis of campaigns implemented);
• to promote our brand on social networks.
• manage your participation in any events to which you have signed up.
• send you information about our offers, news and events on the communication media you have selected (link here to the channel preference manager if you have a customer account, otherwise you can contact our customer service whose details are provided below, in the section "What are your rights and how to exercise them").
• subject to your free, specific, informed and unambiguous consent: to send you personalized communications according to the communication preferences you have indicated to us and to use third party services to personalize your profile (link here to channel preference manager if you have a customer account, otherwise you can contact our customer service (see section "What are your rights and how to exercise them").

In the latter interaction, when we send personalized communications or content, we may :
> Use what are known as “profiling” techniques. For the sake of transparency within this Policy, profiling is currently defined as any kind of automated processing of personal data which consists of using that personal data to evaluate certain personal aspects relating to a natural person, in particular to analyze or predict elements relating to the preferences, interests, behaviour or location of that natural person. In these circumstances, you have the right to opt-out, meaning the right to withdraw your consent by unsubscribing from the communication or contacting us using the details in the “Contact Us” section below.
> Share your data with Media Platforms. See the “Who can access my data” section.

LVMH Profiling 

What is the context of the processing?
Guerlain belongs to the LVMH Group, which comprises many exceptional Maisons that offer high quality products and services in all sectors including Fashion & Leather Goods, Perfumes & Cosmetics, Watches & Jewelry, Wines & Spirits, Selective Retailing and Hospitality, Culture & leisure. The list of all LVMH Maisons is available at https://www.lvmh.com . If you are a customer of our Maison, you may also be a customer of other LVMH Maisons.

What is the purpose of the processing?
The purpose of this processing is to offer you further tailored experiences as a Guerlain customer.
What is our legal basis and how is the processing conducted?

The legal basis for this processing is the consent.
If you consent to this processing, Guerlain will share and match your preferences, habits and purchases you have made with us during the last [3] years with other LVMH Maisons to which you have given similar consent. This sharing and matching will be carried out in a pseudonymous manner. Further to this processing, Guerlain will obtain enriched information based on your preferences, habits and purchases from the other LVMH Maisons (to which you have given similar consent). Your data is not shared.

Who is the data controller?
Guerlain will remain your data controller which means that it is the company that is responsible for the information that you provide to it. 

Guerlain processes your personal information:

• to perform the contract agreed between yourself and Guerlain, to manage your access to your customer account, your subscription to our loyalty program and to process and track your orders.
  • For our legitimate interests: for example, to improve our products and services, to defend ourselves, to secure our tools 
• when you have given your consent for the processing of your data, especially for the purposes of managing our personalized information, and of your browsing data via cookies, or to refine our customer knowledge through our third-party partners' tools and in particular to:
  > to define the personalized profile of our customers based on their interests and to provide them with relevant offers of our brand on other websites.
  > to identify audiences similar to our target audience (in order to deliver our offers to audiences of people with similar profiles to our customers).
• within the framework of compliance with our legal obligations, particularly fiscal obligations (conserving purchase invoices) and cosmetic vigilance with regard to Regulation (EU) 1223/2009 of 30 November 2009 on cosmetic products.

Your personal data is processed by the personnel of Guerlain. We ensure that only authorized persons within Guerlain have access to your personal data when this is necessary for the purpose of managing our commercial relations or meeting our legal obligations.

We may also share your personal data with: 

• other afilliates of Guerlain in France or abroad;
• other entities of the LVMH Group, with some of these entities acting as data processors;
• subcontractors, such as:
  > site hosting and maintenance service providers and the providers of our electronic personal data collection solutions at counters and in stores.
  > payment service providers.
  > anti-fraud service providers.
  > logistics service providers.
  > marketing solutions service providers.
  > sales prospecting and social network communication service providers.
  > customer service providers.
  > service providers for managing cosmetic vigilance alerts.
  > event organization service providers.
  > third parties who carry out statistics relating to our performance on social networks on our behalf.
  > third parties wishing to know your interests so that they can build up similar audiences and target prospects corresponding to your profile. In the context of this specific processing, these partners may re-use the personal data made available to them to carry out autonomous and distinct targeting for commercial prospecting purposes, for which they are responsible, and are responsible for their legal and regulatory obligations. 

Please note that in the context of re-use, these partners act as data controllers. You should therefore refer to their own privacy policies. We illustrate some examples in the table below:

• Facebook (Privacy policy accessible here)
• Google (Privacy policy accessible here)
• Instagram (Privacy policy accessible here)
• TikTok (Privacy policy accessible here)
• Snapchat (Privacy policy accessible here)
• Bing (Privacy policy accessible here)
• Pinterest (Privacy policy accessible here)
• X Twitter (Privacy policy accessible here)
• Rakuten (Privacy policy accessible here)

Lastly, GUERLAIN may need to share your personal data with third parties to meet its legal, regulatory or treaty obligations, or to respond to requests from authorized legal authorities.

Because Guerlain operates in many countries around the world and in order to provide you with a personalized service worldwide, some of your data may be collected, accessed or stored outside your country of residence.

You should be aware that data protection and security requirements differ from place to place and may not provide the same level of protection as in your home country.

You are informed that your data may be transferred for the purposes mentioned above to companies located in countries outside the European Union which have a lower level of data protection than the European Union. Prior to the transfer outside the European Union, Guerlain will take all necessary measures and guarantees to secure such transfers.

Data may also be processed by staff operating outside the European Union who work for us or for one of our service providers.

Before transferring data between different countries, we take into account the risks that this operation could create for the data; where appropriate, we rely on the mechanisms in place, such as the Data Privacy Framework in the United States or standard contractual clauses, to ensure that your rights relating to your data are protected. Where data is shared with third parties, we require them to guarantee the same protection for your data as we do.
 

The legal retention periods defined by Guerlain respect the recommendations of the regulation(s) in force and the legal obligations to which Guerlain is subject.

In general, your personal data is kept in our database:

Data subject: (i.e the individual whose personal data is processed): Regular customer (i.e.: having a customer profile)
Duration: 5 years from the date of the first purchase or account creation
Trigger: This period will be renewed each time you interact with Guerlain (for example a purchase or an update of your profile) or your consent to continue to interact at the end of this period.

Data subject: Prospect (i.e. never purchased products from Guerlain but registered for our communications)
Duration: 3 years from the date of data collection
Trigger: This period will be renewed each time you interact with Guerlain (e.g. participation in an event) or your consent to continue to interact at the end of this period

Data subject: Client ‘Guest’ (i.e. not having a client account)
Duration: 5 years from the date of first purchase
Trigger: This period will be renewed each time you interact with Guerlain (e.g. a purchase)

Data subject: customer care (i.e.:  complaints or [requests for information or to exercise statutory rights)]
Duration: duration of the processing of the request plus 5 years. For requests to exercise rights, under UK or EU GDPR (known as “data subject rights”), the request is kept for the period taken to process it, plus 6 years.

Data subject: cosmetic vigilance
Duration: duration of the processing of the request plus 5 years

Data subject: Privileged interlocutors (e.g. agents, stylists, journalist, celebrity managers, artists) in relation to Maison Guerlain Public Relations services
Duration: 10 years from the date of your first contact
Trigger: This period will be renewed each time you interact with Guerlain (for example a request for information on the Guerlain)

When you interact with our chat, data relating to a complaint will be retained for 5 years by customer services, all other data will be deleted at the end of the conversation.

If cookies are placed on your computer, we keep them for a maximum of 6 months.

As stated above, when you choose to use our Virtual Try-On tool, no photos or images are retained or stored beyond the conclusion of the session.

When we no longer need to use your personal data, it is deleted from our systems and our registers or made anonymous so that it can no longer be identified, subject to retention for archival purposes; claims and litigation management; as well as to meet our legal and / or regulatory obligations; and / or to respond to requests from authorities authorized to make the request.

Guerlain has adopted the data protection and security practices described in this privacy policy for all individuals concerned. In addition, we have also identified and taken in to account the data protection and security measures required at local or regional level. This includes, for example, those required for residents of the European Union / European Economic Area under the General EU Data Protection Regulation (GDPR) 2016/679.
 

In particular, the GDPR provides the following rights:

• Right to information: you have the right to obtain clear, transparent and understandable information about how we use your personal data and about your rights. You will find all of this information in this Privacy policy.
• Right of access: you have the right to access the personal data that Guerlain holds about you 
• Right of rectification: you have the right to have your personal data rectified if it is inaccurate or obsolete and / or to supplement it if it is incomplete
• Right to erasure / right to be forgotten you have the right to have your data erased or deleted. However, this right may be limited by a legal reason or our legitimate interest in keeping your personal data.
• Right to object: you can at any time request to no longer receive our communications relating to our offers, news and events. You can in particular use the hypertext link provided for this purpose in each email or communication that we send to you. You can also request to receive non-personalized communications about our products and services.
• Right to withdraw consent at any time for data processing based on consent: you can withdraw your consent relating to our processing of your data when this processing is based on consent
• Right to data portability: you have the right to move, copy or transfer data from our database to another. This right only applies to the data you have provided, and provided that the processing is based on a contract or your consent and carried out using automated processes.

Please contact us at the contact details below to exercise these rights or if you have any questions or complaints regarding the processing of your personal data.
You can exercise these rights directly with Guerlain by sending an email to dpo@guerlain.fr or a non-registered letter by post to GUERLAIN GUERLAIN – Service Relation Client: 23, rue de la Monnaie – 75001 Paris Cedex – France
 

If, at any time, you no longer wish to receive details of our offers, news and events, you can unsubscribe using the hypertext link provided for this purpose in each mail we send you. You can also contact us by telephone by calling 01 41 27 32 16 (toll-free) from 9am to 6pm, 5 days a week or by post at the following address:

Service Relation Client
23 rue de la Monnaie
75001 Paris Cedex
France.
 
You also have the right to contact the data protection authority of your country in order to lodge a complaint against the data protection and privacy practices of Guerlain.

We also wish to inform you about the contacts of other authorities in Europe that you can find and contact on the website of the European Data Protection Board: Membres | European Data Protection Board (europa.eu)
 
We may require proof of your identity and full details of your request before we process it.

For all questions relating to the collection and processing of your data by Guerlain, you can contact the Guerlain Data Protection Officer at dpo@guerlain.fr

Minors
Guerlain is particularly committed to respecting the privacy of minors. If Guerlain is aware that a customer is under 16 years of age, it will not collect their data without the consent of their parents (or others with parental responsibility). If you are under 16 years of age, we advise you to contact your parent (or adult with parental responsibility) so that they can inform you about the best way to protect your privacy and, where appropriate, authorize you to browse the site and use some of our services. When you browse our website, in particular when you wish to create an account or purchase a product purchase a product on our site, we may process some of your personal data (for example: your name, first name for example: your surname, first name, email address, telephone number, postal address, etc.).
If you are over 16 years old, you can use our website.

If you are under 16, you must obtain the consent of your parents or an appropriate adult with parental responsibility to use our services.

To find out more about how we handle your personal data, we invite you to read the full Privacy Policy. If you do not understand what is written on this page, or if you have any doubts about the use of your personal data, we advise you to speak to your parents or any other legal representative.
 

For holders of parental authority
If you create an account on our website on behalf of your child in your capacity as a parent/ individual with parental responsibilities, please be aware that your child's personal data will be processed by Guerlain in accordance with this Privacy Policy.
 

As the holder of parental authority, it is important you understand that you are expected to actively monitor your children's online activities to prevent data relating to your children under the age of 16 from being processed without your agreement.
As the parent or guardian of a minor user, you can exercise your rights on behalf of your child and support him or her in doing so. In particular, you can request the deletion of your child's account. To do so, simply send your request to dpo@guerlain.fr